Anirban DEy

Career Profile  :

 

Client  :Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate.

At Cisco (NASDAQ: CISCO) customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

Founded in 1984 by a small group of computer scientists from Stanford University, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies since the company's inception.

 

Project Details : #1 Cisco Systems Inc.

Start - End Date :   5th May  2013 – Till date

Role :   Release Quality Analyst

Contribution  : As a Release Quality Analyst I am involving in below mentioned activities

• Managing all aspects of the end to end release process
• Updating service knowledge management system
•  Ensuring coordination of build and test environments teams and release teams
•  Ensuring teams follow the organisation’s established policies and procedures
•  Providing  management reports on release progress
•  Service release and deployment policy and planning
•  Dealing with release package acceptance including business sign off
•  Dealing with service roll out planning including method of deployment
•  Dealing with release package testing to predefined acceptance criteria
•  Deals with communication, preparation and training
•  Audits hardware and software before and after the implementation of release package changes

Team Size -4

Project Details : #2 Cisco Systems Inc.

 

Job responsibility as Incident Manager Role started from Oct 2012 till May2013

 

• Take ownership of Critical/High/Medium Priority incidents escalated from the Service Desk/Service owner or GSA (from partner) and managing those incidents through its lifecycle.

 

•  Evaluate the situation and gather all the facts from all Managers On-Call

 

 

•  Send notification to IT Information Security Office to review incident and determine if a security breach has occurred.

 

•  Serve as incident Communications Manager and oversee the gathering of information and customer communications.
•  Providing guidelines for communications to the Customer Service Centers and to the IT Admins so they can handle calls appropriately and deliver a consistent message.

 

•  Retains copy of all communications for debrief session and for audit purposes

.

•  Conduct Audit on daily basis ensuring no service breach

 

•  Work with CAB(Change Advisory Board) to review Critical, High, Medium and Low risk changes

 

•  Approve Emergency and Standard change request

 

•  Business Impact analysis during the incident accurately and prioritize the Incidents.

Team size: 18

 

Project Details : #3 Cisco Systems Inc.

Incident Analyst roles and responsibility from 3rd Sep 2010 to Oct 2012

 

• Responsible and accountable for the coordinating Incident management between multiple related IT projects/groups directed toward strategic business and other organizational objectives. 

 

• Logging calls with vendor and taking proper updates.

 

• Responsible for tracking service status and reports of service failures; updating customers and IT partners on the progress towards restoration.

 

• Sending Management update to stake holders.

 

• Preparing  Presentation to show case critical business impacting incidents and discuss with the IT Managers.
• Opening problem tickets and identifying the team to work on long term objectives.

 

• Monitoring job alarms and devices for Client.

 

• Getting approval for Emergency Change Requests and Emergency Bug fix.

 

• Guiding team members to work on cases and keeping them updated with process related changes and updates.

 

• Reporting (Monthly Business Reports, Re-occurring incident report, daily report, weekly problem reports).

 

• Auditing cases and ensuring SLA has been met

 

#1 Aegis Ltd

Client  :Spirit Airlines, Inc. is an American low-cost carrier headquartered in Miramar, Florida. Spirit operates scheduled flights throughout the U.S. as well as the Caribbean, Mexico, and Latin America. Major focus cities include

Project Details : #1 Spirit Airlines

Role     : Escalation POC and Training Assistance

Training Assistant/Escalation Specialist for Spirit Airline process since June 2009 till August 2010.

• Handling team: Handled a team of 13 members, helping them with process oriented issues and handling escalation for the team.
• Providing update: Regularly updating and coaching the team with process updates received by the client.
• Giving feedback: Auditing calls for the team and coaching and mentoring the team.
• Maintaining metrics: Maintaining the metrics based on the SOW.
• Reports: Generating reports and showcasing it to the client in US.
• Co-ordinating with clients in terms of updates or escalation.
• Auditing refund reports.
• Conducting call outs for IROP (Irregular operations).
• Conducting training for new members
• Maintaining and creating training manuals

Project Details : #2 Spirit Airlines

Role: Sales Representative from June 2008 – June 2009.

•  Handling calls for Spirit Airlines Customer Service.
•  Generating revenue for the company through selling and up selling.
•  Handling customer queries on booking, cancellation and seat allocation.
•  Maintaining AHT and quality parameters as per the SOW.
•  Conducting downgrade call outs as required.
•  Escalating customers complains/grievances to concern department & following up on same to ensure customer satisfaction.